23Q4

2 - Data Verification and Validation

Accounts are verified and approved by administrators, including setting permissions based on the user profile. For example, educators will have access to course creation features and will have grade visibility of all students (if applicable). Learners will have a view that supports their personal learning. Advanced identity verification mechanisms, such as email confirmation or multi-factor authentication can ensure the accuracy of user-provided information and prevent unauthorized access. In some cases verification will also involve checking with learning institution (such as student/faculty ID numbers).

Workflows

Client Case Management for storing and reviewing identification records
Data Analysis and Business Intelligence for cross-referencing and verifying records with email, two-factor authentication, student/faculty records

Building Blocks

3 - Payment

In some cases, payment will be required as part of the course, and students and/or educators will have to make the payment after registration. In other cases, payment may be collected as part of a school student and will be external to the learning management system. If payment is required, the platform can facilitate secure online payment options for course enrollment, or the student may be be requested to travel to the nearest designated pay-point and pay in person.

Workflows

Client Case Management for identifying and authenticating individual that is making the payment
Financial Services for processing educator and/or learner payments for accessing the course

Building Blocks

4 - Educator Functions

Educators can create courses, upload course materials, including lecture notes, presentations, assignments, and reading materials. These resources are made available to enrolled students. They can also conduct real-time virtual classes using video conferencing tools integrated into the platform.

Workflows

Client Education for tutorials or guides aimed educators that are creating course content
Knowledge Management to manage course materials, lectures, assets, etc
Work planning and Coordination to manage release of learning modules, grades, quizzes, etc

Building Blocks

5 - Student Functions

Learners can access course content when released by instructors, submit assignments, access quizzes, access grades, and use discussion boards interact with peers and educators. Students can also receive notifications when new modules, messages, or grades are received.

Workflows

Client Education for tutorials or guides aimed learners to be able to use platform with ease
Knowledge Management to manage submissions, interactions with educators and peers, etc.

Building Blocks

6 - Provide Evidence of Learning

At the end of the course, the learner will receive proof of evidence of learning, for example: a digital badge, final grade, and/or certificate that shows the course was completed by the student.

Workflows

Identification and registration to link student account with credential/digital badge

Building Blocks

7 - Ongoing Monitoring and Evaluation

The platform tracks student performance, engagement, and progress throughout the course. Educators and administrators access real-time analytics and reports to monitor learning outcomes. Administrators can also track bug and issues create system updates accordingly.

Workflows

Client Case Management for ongoing monitoring and tracking of how educators and learners are using the platform
Data Analysis and Business Intelligence / Decision Support / Data Collection and Reporting to analyze, update, and report course performance and evaluation

Building Blocks

7 - Archiving/Sunsetting

The system should cater to the archiving/sunsetting of student data, cohort data, and course data, while considering the security of personally identifiable information. In some cases, data should be archived at the end of the course or at the end of student enrollment. In other cases, the system will have a delay function where data will be archived after a pre-determined amount of time. While most data should be archived, analytics and other anonymized data can be retained. Reminder messages may be sent to stakeholders to remind them that their data will be archived/deleted.

Workflows

Content Management for student/educator records
Data Analysis and Business Intelligence to retain necessary analysis on courses, student progress, educator profiles, etc
Knowledge Management for archiving course content and any libraries associated with courses

Building Blocks

Contributors

Wesley Brown, GovStack Product Owner, Digital Impact Alliance
Steve Conrad, Associate Director of Technology, Digital Impact Alliance
Sarah Farooqi, The Exchange Product Owner, Digital Impact Alliance
Sainabou Jallow, Business Analyst, Digital Impact Alliance
Rachel Lawson, Community Manager - GovStack, Digital Impact Alliance
Margus Mägi, GovStack Project Lead for Estonia
Dr. P. S. Ramkumar, GovStack, International Telecommunication Union (ITU)
Ayush Shukla, Technical Officer, International Telecommunication Union (ITU)
Meelis Zujev, Project Manager, Govstack Sandbox, Gofore

ENV-1 - Extended Producer Responsibility (EPR)

Product Use Case Summary

ENV-1

Name

Extended Producer Responsibility (EPR)

Sector

Environment and Climate

Version

2.0

Status

Published

This use case provides step by step guidelines on how to implement the Extended Producer Responsibility (EPR) system of waste from electrical and electronic equipments (also known as e-waste). EPR is an environmental policy approach that regulates a producer’s responsibility for a product throughout the product’s life cycle. Improper disposal of e-waste poses numerous threats to the environment, economy, and health and well-being of citizens. Under the EPR approach, a producer takes the responsibility for financing collection, recycling and end-of-life disposal of e-waste equipment/product streams - batteries, small consumer electronics, accumulators, packaging and other EPR product categories - in order to mitigate the environmental impacts of their products throughout the entire product life cycle. It thereby aims to increase the separate collection of end-of-life products and to enable their more circular treatment.

Implementing EPR can create various environmental, economical and social benefits. Example of EPR benefits include - improved waste collection and treatment, higher rates of waste reuse and recycling, incentivizing greener products, helping to finance waste collection and processing, and generally promoting a sustainable management of waste and circular economy. Governments in low- and middle-income countries are increasingly interested in implementing an EPR system in various forms through a system where they: define the products covered, the producers affected, the obligations imposed on producers - targets and fees, disseminate information on EPR and e-waste to stakeholders and citizens, and have a process to ensure effective monitoring and enforcement of the EPR.

Stakeholders

Ministry of Environment or any Ministerial body in charge of environmental, recycling, waste, ICT and/or circular economy related regulations and policies.
Inspectorate, Competition and Consumer Protection Authority or any governmental body that ensures the protection and promotion of basic consumer rights as well as safeguarding healthy competition among enterprises.
Utilities Regulatory Authority or any governmental body with the mandate to license, monitor and enforce license obligations in the ICT sector.
Revenues Authority or any government revenue collection agency in charge with enforcing, assessing, collecting, and accounting for the various taxes imposed in a country.
Producers/business operators that manufacture, import, distribute, resell and/or assemble electrical and electronic equipments (e-waste products).

Sustainable Development Goals (SDGs)

SDG 11: Sustainable Cities and Communities
SDG 12: Responsible Consumption and Production

Building Blocks

Source Documents

Steps

1 - Outreach and EPR Framework

The Ministry of Environment or relevant Ministry, should coordinate with relevant authorities i.e. the Inspectorate, Competition and Consumer Protection Authority, Utilities Regulatory Authority, the Revenues Authority etc., to develop and establish a legal EPR Framework and Implementation Plan that outlines the responsibilities and role of all relevant authorities. The EPR framework should include key clauses on scope of obligated products, stakeholder roles and responsibilities, financing mechanism, targets, penalties, authorization procedure, reporting, monitoring and enforcement mechanisms. To formulate this document, the Ministry can map policies and learnings from other countries, evaluate e-waste quantities and flows within their country, analyze waste management infrastructure and skills, as well as existing policies and legislation at national and sub-national level.

As a next step, the draft Framework can be shared with a core group of diverse stakeholders including other government authorities, civil society actors, and private sector actors that are electrical and electronic equipment producers (importers, distributors, manufacturers and resellers) - to review and comment on the draft document via workshop format sessions. A co-creation session with this group around the registration and EPR fee payment procedure would be very useful to acquire input from producers, and promote a user-friendly EPR designed process.

Once the EPR regulations and processes have been finalized, information on the EPR scheme can be disseminated via - media campaigns facilitated by relevant government authorities, and through local private sector federations/associations.

Workflows

Client education for educating and/or informing producers (e.g. an importer, manufacturer, distributor or reseller) on the EPR legal framework, requirements, fee as well as sustainable e-waste management and collection systems they are recommended to implement.
Client communication to facilitate information dissemination of the EPR Framework and electrical and electronic product license and registration process via government and business registration and licensing websites, mobile / media channel(s)
- Country wide campaign to increase awareness amongst local population about how and where to drop off old electrical and electronic equipment and the status of e-waste collection and management in the country.
Identification and Registration where target producers register with the relevant Regulatory Authority of the EPR system, apply for operational licensing and register the electricals and electronics they intend to introduce (new or used) into the market. Producers are then allocated a certificate of approval with an EPR registration certificate and operational license number for identification purposes.
Content management for the backend EPR Regulatory and Revenue Authorities to populate, track and monitor e-waster producers (electronic manufactures, e-waste importers, e-waste management and recycling companies), and their registered products.

Building Blocks

2 - Producer Registration

Producer registration is the process of collecting information of a new business - i.e., a business' name, purpose, tax data, etc – required by the chamber of commerce and/or relevant government authority as part of the business registration process. In this use case, producers (e.g. an importer, manufacturer, distributor or reseller) of electrical and electronic equipment have to register with the relevant Inspectorate, Competition and Consumer Protection Authority, as a business entity planning to operate in the electrical and electronics sector. A certificate of domestic company registration will be provided to the producer following their provision of the required registration information. The business registration certificate is a prerequisite in order for the producer to then apply for the operational license required to put electrical or electronic equipments on the market.

Workflows

Data Collection and Reporting for capturing the business registration information of producers wishing to operate in the electronics and electrical sector.
Identification and Registration for locating, authenticating and tracking business operators registered in the EPR system.
Client Case Management for automating the process in creating, collecting and organizing the registered producers' records in one place. This will allow the convenient access and a comprehensive view of each registered producer in order to initiate and manage compliance. Moreover, support improved and timely registration services, and back office efficiencies.

Building Blocks

3 - Licensing

Licensing is the process to acquire authorization from a government agency to operate in a sector that has specific requirements that need to be met. In this use case, licensing is fee-based and is the process for business operators, manufacturers, importers, distributors or assemblers of e-waste products, to apply for operational permission to introduce e-waste products into the local market. The local government's Regulatory Authority makes the decision on whether or not to issue an EPR license. This license is required for all producers to acquire prior to registering the specific type of e-waste product(s) they plan to introduce into the market. Licensing application to include i.e. licensing application fee payment receipt, completed application form, certificate of domestic company registration, environmental impact assessment, audit certificates etc). Certain countries also require site visits of a producers warehouse/factory prior to approving the issuance of a license.

Workflows

Data Collection and Reporting for capturing and evaluating licensing application data submitted by producers of e-waste products.
Identification to easily be able to identify and track registered business operators applying for a license within the EPR system.
Client Case Management to help automate and manage the licensing application and approval process, schedule site visit appointments of e-waste factories/warehouses, and distinguish between new and renewal licensing applications. Moreover, support in vetting/ensuring the applicants meet the eligibility requirements, and have submitted all required documentations.
Client Communication to update producers on additional documentations required and/or application status updates/outcome.
Financial Services for facilitating one off licensing application fee payment by the producer and allocation of a fee payment receipt.

Building Blocks

4 - Product Registration

Registration is the process of documenting and maintaining records of registered electrical and electronic products (new or used) being manufactured, distributed, imported and sold on the market. All licensed producers will be required to register the respective type of e-waste goods they wish to introduce to the market - in order to obtain a registration number/code for each type of product. As part of the product registration process: producers submit a completed product registration application form with agreement to comply to the EPR, the product user manual, installation manual, and document indicating product life span. The producer completes this registration process by paying the product registration application fee and receiving a receipt confirming payment. Some producers may be requested to submit a product sample. Based on whether a producer imports their e-waste products, additional data might be requested (i.e. import permit, product country of origin etc). Once all requirements are met, the producer receives a registration number/product code.

Workflows

Data Collection and Reporting for capturing the registration data of e-waste product(s) that will be on the market.
Identification and Registration for locating and tracking e-waste products being introduced into the market in all phases of their life cycle.
Client Case Management for automating the process in creating, collecting and organizing the registered e-waste products' records in place. This will allow the convenient access and a comprehensive view of each type/category of registered e-waste products in order to calculate EPR fees and manage compliance.
Financial Services for facilitating one-off product registration application fee payment by the producer and allocation of a fee payment receipt.

Building Blocks

5 - Data Verification and Validation

Data verification and validation should be coordinated with all relevant governement authorities and regulatory bodies. For the EPR system, in certain countries, the registration data collated of the e-waste producer and their products by the respective business registration and licensing authorities, is then generally checked by the Ministry of Environment, and against other government databases (eg. ID, tax, chamber of commerce, etc.) in order to fill in any missing gaps, verify and validate collected information, including authentication of all records. *Data checking approaches also vary: sometimes batch-sharing via CD, sometimes full interoperability.

Workflows

Client Case Management for storing and reviewing identification, registration, and licensing records.
Data Analysis and Business Intelligence for cross-referencing and verifying records across multiple registry sources, and reconciling gaps / overlaps.

Building Blocks

6 - Payment

For this use case there are three specific payments: (1) producer licensing fee, (2) product registration fee, and (3) EPR fee.

The producer licensing fee and the product registration fee are to be paid as part of each application process/phase, to the respective government agency in charge of allocating EPR licensing and EPR products registration. A payment receipt is to be provided to each producer for each payment made.

The concept of the EPR policy scheme is that an EPR fee is to be paid for each type of electrical and electronic equipments introduced into the market every year. The fee will be used at the end of the product lifecycle to cover the collection, treatment, recycling and awareness raising when it becomes e-waste. The EPR regulatory framework must clearly spell out which entity will collect the EPR fee, how much the fee is, what the methodology is being used to determine the fee, and how payment should be processed. For instance with e-waste products being imported, the EPR fee can be collected at the point/port of entry by Customs Revenue Authority or the Utilities Regulatory Authority. The EPR fee can be collected with the import tax fee etc. To facilitate this, producers could be required to declare cargo (online: e-single window) and make the payment through an online portal.

The fee to be paid could be proportional to the amount of electrical and electronic equipment introduced into the market. Below are examples of methods that can be used to arrive at the fee:

Product EPR fee paid by the producer = Total costs for waste stream divided by/ Mass of product type put on the market.
1. Market share calculation for a producer:
  - Market share = The weight of products put on the market by an individual producer per product type divided by/ The total weight of products put on the market by all producers for that specific product type
2. Obligation calculation for a producer:
  - Obligation for a producer = Total reported tonnage by product type multiplied by* Individual producer's market share
3. Total costs per e-waste product stream:
  - Total costs = Overhead costs per product type multiplied by* % Market share + Operational costs (per tonne) multiplied by* Tonnes collected
Product EPR fee paid by the producer = An EPR cost is calculated and associated for every possible type of e-waste product. Thus, the EPR fee a producer has to pay is the quantity of a product they plan to introduce into the market multiplied by the EPR cost associated with the product type.

Workflows

Financial Services for processing EPR fee payments by producers.
Client Case Management for identifying, authenticating and monitoring/verifying that the e-waste producers have made the EPR payment and the transaction has been fully processed and received.

Building Blocks

7 - Ongoing Case Management

This step involves ensuring information of e-waste producers are kept up to date - specifically relating to registration and licensing. Also ensuring that there is a process in place to address any complaints, grievances and appeals raised by the producers. This process should be led by the government authority's EPR compliance officers/team.

Workflows

Data Collection and Reporting for capturing changes in producer's information (e-waste products, licensing etc).
Client Case Management for identifying and recording producer interaction with EPR compliance officers and capturing reported cases on grievances / appeals etc., and for determining decisions/actions to proceed with by reviewing individual producer client case.

Building Blocks

8 - Ongoing M&E

The government authority leading the EPR implementation should also allocate a team in charge of regulating EPR compliance and enforcing penalties. A monitoring team consistently tracking all e-waste operators active in the market, registered with a license within the EPR system and payments of the EPR fee. A live database should be put in place to categorize and track e-waste products in the market and EPR fee payments from the producers. Late payments can be tracked and an automated system put in place to send out late fee penalties to the producers.

Workflows

Financial Services for processing late EPR fee payments by producers.
Client Case Management for identifying, authenticating and monitoring/verifying that the e-waste producers have made the EPR fee payment and the transaction has been fully processed and received.

Building Blocks

Contributors

Garam Bel, Circular Economy Coordinator, International Telecommunication Union (ITU)
Wesley Brown, GovStack Product Owner, Digital Impact Alliance
Taylor Downs, CEO and Founder, Open Function
Jaume Dubois, Digital ID Lead, GovStack
Longin Dusengeyezu, Database and Applications Lead, Rwanda Institute for Conservation Agriculture (RICA)
Theophile Dusengimana, Environment and Climate Change Policy Specialist, Rwanda Ministry of Environment
Hani Eskandar, Head of Digital Services, International Telecommunication Union (ITU)
Sarah Farooqi, The Exchange Product Owner, Digital Impact Alliance
Sainabou Jallow, Business Analyst, Digital Impact Alliance
Concord Kananura, GovStack Africa Regional Coordinator, International Telecommunication Union (ITU)
Dismas Karuranga, Pollution Control Specialist, Rwanda Ministry of Environment
Nico Lück, GovStack Advisor, GIZ
Margus Mägi, GovStack Project Lead for Estonia, Governement of Estonia
Yolanda Martínez, Overall Lead for GovStack, International Telecommunication Union (ITU)
Antoinette Mbabazi, Head of Registration& Licensing Department, Rwanda Institute for Conservation Agriculture (RICA)
Olivier Mbera, Country Manager, Enviroserve Rwanda
Robert Mugisha, Director of Registration& Licensing Unit, Rwanda Institute for Conservation Agriculture (RICA)
Eric Murera, Environment Expert, Private Sector Federation (PSF) Rwanda
Dr. P. S. Ramkumar, GovStack, International Telecommunication Union (ITU)
Ayush Shukla, Technical Officer, International Telecommunication Union (ITU)
Patrick Umuhoza, Multilateral Cooperation Officer, Rwanda Environment Management Authority
Olivier Urukundo, Engineering Risk Analysis Specialist, Rwanda Institute for Conservation Agriculture (RICA)
Eng. Gaston Uwayo, TMEA ICT Technical Assistant, Rwanda Standards Board
Damascene Uwizeyemungu, IT Officer, Rwanda Utilities Regulatory Agency
Meelis Zujev, Project Manager, Govstack Sandbox, Gofore

FINC-1 - Business Taxation

Product Use Case Summary

FINC-1

Name

Business Taxation

Sector

Finance

Version

1.0

Status

Published

This use case profiles the digital transformation of tax administration (e-taxation) in the business sector. The meaning of business taxation refers to the taxes that businesses must pay as a normal part of business operations. Tax administrations across the globe are examining the potential benefits of digitalization to broaden the tax base and improve the quality of taxpayer services - tax reporting and collection. Digital tools are seen as potential means that can make tax systems more accessible, efficient, and seamless for both taxpayers and tax administration.

Moreover, digitalizing the tax collection process is now seen as a key mean to combat tax evasion and reduce the room for non-compliance. Thus, more countries are focused on moving away from a paper-based tax administration to primarily computer-based interaction between taxpayer and administration. This process can also help tackle problems of businesses operating in the hidden and informal economy.

Stakeholders

Ministry responsible for administering and enforcing all laws relating to tax revenue.
Chamber of Commerce facilitating all business registration and/or certification in a country.
Institution or agency in charge of business registry - typically under Ministry of Trade and Industry.
Revenue Authority and/or taxation authorities/ agency in charge of the collection and receipt of all business-related tax revenue in a country.
Corporate/business entities in the country - public and private companies.
Tax agents, auditors, and compliance officers reviewing submitted tax related files.

Sustainable Development Goals (SDGs)

SDG 17: Partnerships for the Goals

Building Blocks

Source Documents

Steps

1 - Coordination

Success in digitalizing the tax administration process requires a high level of commitment and buy-in from all levels of government authorities involved – from policy makers to tax officers and auditors. Thus, developing a fully articulated implementation plan (road map) with a communication strategy that prioritizes internal change management of all staff is key. In this step, the government body in charge of tax administration (i.e., Tax and Customs Administration, Revenue Authority) trains all staff about the core benefits of standardizing/automating the business tax filing and payment process via a digital platform. Close collaboration with the Chamber of Commerce and their staff may be required. In certain countries, once a business formally registers with the Chamber of Commerce, their information is automatically forwarded to the Tax Administration Authority.

Workflows

Content Management for the staff to acquire technical and nontechnical guidelines on how to use platform
Coordination to have an agreed form of coordination, communication and collaboration between the Chambers of Commerce and Tax Administration - facilitating information sharing on businesses operating in the country
Education for educating and training all relevant government staff on new process and platform/solution being utilized. Emphasis on objective, process, guidelines, and benefits - time saving and easy usability

Building Blocks

2 - Outreach Communications

For communication with the target business entity taxpayers - the tax administration implements a robust awareness raising campaign via telephone, email (i.e., Chambers of Commerce registered business entities contact database), SMS, newspapers, and social media. The purpose is to inform this target group about the new and mandatory digitized tax reporting process with clear guidelines and initial support on how to file taxes electronically using the platform in place. All information on the tax reporting platform should already be easily accessible and disseminated on all government run websites including in the Chambers of Commerce website, - timeframe to register, tax submission steps and requirements, deadlines, pre-filled standard form to declare revenue, expenses etc. Certain countries have a grace period of 1-3 years by which all businesses are required to transition to electronic invoicing (instead of cash-based transactions) to streamline and automate tax filing and reporting process.

Workflows

Client Communication to facilitate awareness of the tax platform for target audience and mandatory registration and enrollment process
Client Education for educating target users/audience on the objective(s), benefit(s), process, guideline etc
Content Management for the staff to generate relevant educational and promotional content

Building Blocks

3 - Registration

Registration is the process of collecting information of all eligible tax paying businesses that have formally registered their business entity in a country. Registration on the tax administration platform can take place via computer, mobile device etc. Information required could include business name, contact information (phone, email etc.) address, legal structure/type of business, date of establishment, taxpayer segment and corporate relationships., bank account details, business identification number or certificate received from the Chamber of Commerce etc. In certain countries, the Tax Administration allocates a unique taxpayer identification number and/or value added tax number (VAT) to each business, once they have fully completed the registration process. Personalized log in credentials can also be provided for each entity to be able to login to file taxes.

Workflows

Client Case Management for creating business entity user records
Data Collection and Reporting for capturing data of business entities
Identification and Registration for each registered business to be provided with unique identification number and/or personalized login details to the tax administration platform in order to submit all required forms and tax related documents

Building Blocks

E-Signature

GIS

4 - Data Verification and Validation

Data verification and validation should be coordinated with all relevant government authorities and regulatory bodies. For the e-tax system, in certain countries, the registration data that is submitted for tax purposes, is checked against other government databases (e.g. chamber of commerce business registry, etc.) to fill in any missing gaps, verify and validate collected information, including authentication of all records.

Workflows

Client Case Management for storing and reviewing identification, registration, and business registration records for tax purposes
Data Analysis and Business Intelligence for cross-referencing and verifying records across multiple registry sources, and reconciling gaps / overlaps

Building Blocks

E-Signature

5 - Registration Fee

To complete the registration, a fee can be charged to cover administration cost of registering a company in the Business Tax Register for the first time. This can be a one-time non-reoccurring fee. The payment can be done online or in person at the Tax Administration office as part of the final step of registration - this will depend on the country's tax regulations. This fee can directly be paid via debit or with credit card. Once the registration information and payment have been processed, a payment confirmation receipt and notification can be sent to the user information registration completion and approval.

Workflows

Client Case Management for identifying, authenticating and monitoring/verifying that the registration information and fee have been fully processed and received
Financial Services for processing registration fee

Building Blocks

6 - Tax Submission

To file and submit all requirements for tax submission purposes, users (business owners) can log in to the designated platform. They can then complete standardized electronic form(s) and submit other income data (e.g., payroll and financial). They can also submit accounting or other source data to support filings (e.g., invoices and trial balances) in a defined electronic format. In certain countries, there is an annual deadline of when to file taxes whereby all taxable income will be calculated according to the tax year. All income received or accrued during a single year would need to be submitted in the filling process, along with expenses paid or accrued. Depending on a country by country basis, there are generally three types of taxes that can be filed: (1) turnover taxes - value added tax (VAT) or goods and services tax (GST); (2) taxing profit of companies/ corporate income tax; (3) taxes from wages or salaries - these can be paid as you earn taxes or even directly taken monthly from wages.

Workflows

Client Case Management to track, review and process all submitted tax related documents. Also, to respond to any inquiries or support needs from business owners/accounting team
Data Analysis and Business Intelligence to analyze all submitted data and ensure they meet tax compliance obligations

Building Blocks

7 - Tax Payment

The amount of taxes a business pays can depend on the type of business, the nature of the business activity, and the volume of transactions carried out within the tax assessment period. In some countries, businesses must adhere to several domestic and business taxes including corporate income tax, value-added taxes, withholding taxes, and capital gains taxes. Thus, business taxes are calculated per the specific norms of a country.

The tax platform used can automate the tax calculation process by taking into account the tax regime and rate in the country, and the business's profit, revenue, expenses, and other relevant tax filing information submitted. The business is then allocated a timeframe in which to make this tax payment. The tax payment can be paid in one lump sum or installments.

Workflows

Client Case Management to track, manage and calculate tax payment per business. Also, to respond to any inquiries or support needs
Data Analysis and Business Intelligence to analyze all submitted data and ensure tax payment requirements are met
Financial Services for processing tax payments

Building Blocks

8 - Tax Payer Account

This step is where the tax paying business entity can keep track of all filed tax returns and turnover payments done. This step is also where outstanding tax liability/owed taxes not paid or underpaid can be tracked and used to calculate the interest of delayed or underpaid tax payments. Depending on a country's tax debt management and enforcement system, this step can faciliate payments enforcement.

Workflows

Client Case Management for identifying and recording business entity tax liability and payments. Also monitoring any underpayments or delay in fulfilment of the correct tax payment amount
Client Communication to notify tax delinquent entities on additional payment requirements. To facilitate the reconciliation process
Data Collection and Reporting for tracking all filed tax returns and turnover payments. Also tracking reconcilation payments

Building Blocks

9 - Audit

Tax audit is the processing of reviewing/examining a business' accounts and financial information to ensure all information is reported correctly according to the tax laws and to verify the reported amount of tax is correct. This can be done via random selection and computer screening, where submitted tax returns are selected based solely on a statistical formula. Selection can also be made when it involves issues or transactions with other taxpayers, such as business partners or investors, whose returns were selected for audit.

An experienced auditor will then manually review the submitted tax information. If the auditor notes something questionable, they will identify the items noted and forward the return for assignment to an examination group. Should a business be selected for audit, they will be notified via mail and/or on the tax platform. Following completion of the audit, the business entity should be notified of the outcome - whether changes are required and/or if additional money is owed.

Workflows

Client Case Management for communicating with businesses selected for audit: providing them with updates, requesting additional information and/or meetings. Also responding to inquiries, capturing reported cases on grievances / appeals etc., and for determining risks / conditionality by reviewing individual audit cases in-depth
Data Analysis and Business Intelligence to analyze behavior of tax payers and select cases that have higher probability of tax non-compliance. Also to analyze and review all cases selected for audit

Building Blocks

10 - Ongoing Case Management

This step involves ensuring information of businesses are kept up to date - specifically relating to timely tax payments. Also ensuring that there is a process in place to address any complaints, grievances and appeals raised. This process should be led by the Tax Administration's compliance officers/team.

Workflows

Client Case Management for identifying and recording business entity interactions with local officers and capturing reported cases on grievances / appeals etc., and for determining risks / conditionality by reviewing individual client case
Data Collection and Reporting for capturing changes in business entity information
Work Planning and Coordination to potentially suggest and connect with Chambers of Commerce in data validation/vetting

Building Blocks

11 - Ongoing M&E

The primary agent should conduct M&E exercises to acquire feedback from all relevant stakeholders on ways to improve the platform and ensure tax submissions are as streamlined, effective and efficient as possible.

Workflows

Client Case Management for ongoing monitoring and tracking of platform performance, and integration to other registries for holistic view and reporting
Data Analysis and Business Intelligence / Decision Support / Data Collection and Reporting to analyze, update, and report output / performance information

Building Blocks

Contributors

Wesley Brown, GovStack Product Owner, Digital Impact Alliance
Sarah Farooqi, The Exchange Product Owner, Digital Impact Alliance
Sainabou Jallow, Business Analyst, Digital Impact Alliance
Aare Laponin, GovStack, Estonia
Margus Mägi, GovStack Project Lead for Estonia
Dr. P. S. Ramkumar, GovStack, International Telecommunication Union (ITU)
Farina Owusu, Junior Advisor, Global Programme Digital Transformation at GIZ
Meelis Zujev, GovStack, Estonia

FINC-2 - Inclusive Financial Services for SMEs

Product Use Case Summary

FINC-2

Small and medium enterprises (SMEs) represent the economic backbone of most developed and emerging countries. Yet they face a number of hurdles in acquiring loans/credits and financing from traditional financial institutions. Thus, access to finance is a critical barrier for SMEs to start, sustain and grow their businesses. For lenders, information asymmetry on the financial and credit data of SMEs, leads to their high lending interest rates and higher rejection rates of loan applications by SMEs. Many SMEs do not have reliable financial statements and/or are unregistered and have no official documentation when compared to large enterprises, making it difficult for financiers to appropriately evaluate and monitor credit risk.

This use case profiles how streamlined loan programs targeting SMEs can support access to financing for SMEs, and address information asymmetry and collateral requirements in lending markets. Digitization in this use case can range from the use of alternative data sources and big-data analytics to facilitate credit risk-assessment processes for SMEs. It can also mean the use of fintech solutions to facilitate SMEs access to financing i.e., digital credit and equity products such as loans, marketplace lending, and/or equity crowdfunding.

Stakeholders

Ministry responsible for Finance and SMEs
Public central banks and financial intermediaries
Investors, private equity, venture capital or angel capital business associations
Chamber of Commerce and/or institution in charge of business or credit registries
Small and medium enterprises (SMEs)

SDG Targets

: Promote development-oriented policies that support productive activities, decent job creation, entrepreneurship, creativity and innovation, and encourage the formalization and growth of micro-, small- and medium-sized enterprises, including through access to financial services.
: Strengthen the capacity of domestic financial institutions to encourage and expand access to banking, insurance and financial services for all

Building Blocks

Source Documents

Steps

1 - Coordination

The Ministry of Finance and/or the Central Bank/public financial institution coordinate on targeted efforts to strengthen SMEs access to traditional or mainstream financial services and products. These public authorities can liaise with private sector players - commercial banks etc., private equity, venture capital or angel capital business associations, on best approach - methods and tools to facilitate SME financing.

Certain countries have implemented SME credit guarantee schemes, where a government body/ministry stands as guarantor for eligible SMEs applying for loans. As banks will be more willing to provide a loan to SMEs if that loan is partially guaranteed by the government. This credit scheme increases the SME’s collateral and thus their financing options. Another example is lending to SMEs through a factoring platform. Factoring is a financing product that allows a financial institution to provide financing to an SME supplier through the purchase of its accounts receivable or invoices (“receivables”). In factoring transactions, the SME supplier is the client of the financial institution.

Workflows

Coordination to have an agreed form of coordination, communication and collaboration between public and commercial financial institutions.
Education for educating and training all relevant staff on use of digital solutions and any guarantee scheme programs to facilitate credit lending to SMEs.
Content management for content development of technical and nontechnical guidelines.

Building Blocks

2 - Outreach Communications

This step entails launching an awareness campaign about a new loan program initiative targeting SMEs. Information on the program, which SMEs are eligible and processes to obtain the credit loan are disseminated through all sources of media - television, radio, SMS, email, and social media platforms.

Targeted outreach can also be done via existing databases and registries of operating SMEs in the country. These SMEs should be encouraged to digitize all their internal and business-to-business (B2B) processes on their business activities and cash flows - this will facilitate the automation of credit-risk measurement and monitoring that lenders value.

Workflows

Client communication to facilitate clear information and communication on processes to apply for credit and loans targeting SMEs.
Client education for educating target users/audience on the objective(s), benefit(s), process, guideline etc.
Content management to disseminate relevant educational and promotional content that local loan officers can use at banks, financing institutions etc.

Building Blocks

3 - Registration

Registration is the process of collecting information on potential SMEs seeking to apply for financing and go through a credit approval process. This is in order to gather all the necessary information needed for assessment of their needs and conditions. Depending on the specific country context, registration may occur by leveraging an existing business registry database - national SME business registry to acquire all information the lending financial institution requires to assess a loan application. During this process, the business entity's information is collected (type of enterprise, business model, financial documents, collateral etc.) as a prerequisite in assessing their eligibility for a particular loan/ financing scheme.

Workflows

Data Collection and Reporting for capturing data of SME business entities.
Identification and Registration to be able to identify the SMEs.
Client Case Management for creating business entity user records.

Building Blocks

4 - Data Verification and Validation

Data verification and validation should be coordinated with all relevant authorities and participating lending financial institutions. The SME registration data that is submitted can be checked against other credit institutions and government databases (e.g. chamber of commerce business registry, etc.) to fill in any missing gaps, verify and validate collected information, including authentication of all records.

Workflows

Client Case Management for storing and reviewing identification, registration, and SMEs credit scores and financial information.
Data Analysis and Business Intelligence for cross-referencing and verifying records across multiple registry sources, and reconciling gaps / overlaps.

Building Blocks

5 - Eligibility Determination

To be eligible for the SME credit guarantee scheme or any public funding scheme, SMEs have to fulfil specific conditions. Eligibility conditions must be very clear and accessible. Certain countries even include questionnaires that interested parties refer to/ have to complete in order to find out if they are eligible for a loan credit support scheme. These conditions could include requirements on where the business is established, number of employees, years the business has been in operation, annual revenue and balance sheets, revenue thresholds, etc.

For example, in the case of a government credit guarantee funding scheme - where a government body acts as guarantor for eligible SMEs, a list of the banks and funders that have agreed to this funding scheme with the government body, is available on websites and relevant social media platforms. A special dedicated web portal can be made available for SMEs with all relevant information on the eligibility conditions and application processes for each participating funder.

Workflows

Content management to disseminate information of eligibility criteria.
Identification and Registration to identify eligible SMEs that meet the criteria.
Client Case Management for storing specific data and tracking SMEs interested in applying for loans as well as those eligible.

Building Blocks

6 - Application

This step entails the application process for SMES to apply for a loan. SMEs can be required to complete a form online and submit all required documents pertaining to the financial situation of their business (turnover, assets, business activity, collateral information, credit information, outstanding loans etc). In most cases, the representative from the SME will have to schedule a consultation and interview with a loan officer at the financial institution to discuss their loan application. In certain countries, banks have an obligation to provide SMEs with a standardised credit report and with their credit rating, based on a common methodology.

For example, with countries implementing the SME Credit Guarantee scheme for SMEs, the eligible SMEs does not apply directly for the SME Credit Guarantee scheme via the government body guarantor. Instead, the SMEs directly applies for a loan from one of the participating banks or other funders collaborating on this scheme. It is the bank that reviews the SMEs application and then coordinates with the national body acting as the guarantor.

Workflows

Client Case Management to track, review and process all submitted loan documents. Also, to respond to any inquiries and provide updates on the loan application decision.
Data Analysis and Business Intelligence to analyze all submitted data and ensure they meet the eligibility criteria.

Building Blocks

7 - Loan Issuance

Loan issuance takes place once the submitted loan application has been reviewed and approved. If the application is approved, both parties sign a contract that outlines the details of the agreement. First, a notification is sent to the applicant informing them that their loan has been granted with the contract that provides information on loan agreeement, collateral details, date when amount is available in the SME borrower's account, loan interest rate, and the length of time before repayment is required. The terms of the loan has to be agreed by each party before any money or is disbursed.

Workflows

Data Collection and Reporting for capturing and tracking all approved loans and informing all relevant authorities of approval decision.
Client Case Management to communicate approval decision to the applicant and coordinate loan allocation as well as payment plan and processes.

Building Blocks

8 - Credit Case Management

Should an SMEs loan application be rejected, it is crucial to have an effective case management system in place. Some countries have put in place credit review offices, providing a credit appeals process for SMEs. The credit review office is meant to help SMEs who have had an application for credit of up to a certain amount, declined or reduced by participating banks, but feel that they have a viable business proposition. It also looks at cases where borrowers feel that the terms and conditions of their existing loan, or a new loan offer, are unfair or have been unreasonably changed and causing harm to their business.

Workflows

Client Case Management for identifying and recording SMEs appeal request for a loan decision - capturing reported cases on grievances / appeals etc., and for determining risks / conditionality by reviewing individual client case.
Work Planning and Coordination to communicate with the relevant banks about their loan decisions and ways to address grievances together.

Building Blocks

Contributors

Wesley Brown, GovStack Product Owner, Digital Impact Alliance
Sarah Farooqi, The Exchange Product Owner, Digital Impact Alliance
Sainabou Jallow, Business Analyst, Digital Impact Alliance
Margus Mägi, GovStack Project Lead for Estonia
Dr. P. S. Ramkumar, GovStack, International Telecommunication Union (ITU)
Farina Owusu, Junior Advisor, Global Programme Digital Transformation at GIZ
Meelis Zujev, GovStack, Estonia

HLTC-1 - Postpartum and Infant Care

Product Use Case Summary

HLTC-1

This use case profiles the digital integration steps to provide high-quality and integrated Postpartum and Infant Care services for a mother and child spanning the mother's prenatal and postnatal periods - during the pregnancy, childbirth and after birth. Governments in low- and middle-income countries are increasingly implementing mother and child care programmes to provide primary healthcare services, prenatal care and educate new mothers about post-delivery care (e.g. breastfeeding, nutrition, immunization, personal hygiene).

Postpartum maternal and infant mortality is still high across multiple low and middle income countries. This use case will support and guide countries in their efforts to reduce maternal and perinatal mortality and morbidity, through digitizing the process of postpartum care and services.

Stakeholders

Ministry of Health and Welfare or national government body in charge of providing nationwide healthcare services and/or postpartum services and care.
Community healthcare workers trained in essential newborn care, and providing postpartum care for both mother and their newborns.
Expectant mothers and their new born babies as the key beneficiaries of this service.

Sustainable Development Goals (SDGs)

SDG 3:

Building Blocks

Source Documents

Steps

1 - Outreach Communications

Staff from the Ministry of Health or the relevant government agency leads a campaign to spread awareness about a new mother and childcare community health programme with the purpose of facilitating postpartum healthcare services. A comprehensive information and education campaign is developed around prenatal and postnatal healthcare services available through the programme. These educational materials/content can be made available in local languages online. The materials could include information on programme enrollment process and incentives, primary care recommendations/guidelines, pre-and post delivery healthcare support services being offered, participating facilities/clinics, beneficiaries rights and responsibilities, etc.

Outreach communication should be intensive during the kick-off phase of the new programme, but also requires targeted communications to encourage expectant mothers' enrollment in the mother and child care community programme. The campaign can be conveyed via mobile messaging and/or aired on national radio/television as well as through field visit campaigns to local villages, hospitals/clinics - performed by well trained community healthcare workers.

Workflows

Client Communication to facilitate the spreading of programme awareness for target audience and encouraging enrollment via mobile / media channel(s)
Client Education for educating potential target beneficiaries around the approach and objective(s), benefit(s), incentives, role of Community Healthcare Workers, partner(s), etc. of the programme
Content Management for the backend Community Healthcare Workers staff to populate relevant educational and promotional content that local clinics, hospitals, facilities etc, can disseminate and use during on-the-ground outreach campaigns

Building Blocks

2 - Registration

Registration is the process of collecting information of target beneficiaries for identification purpose, assessment of their needs and conditions, and to enroll them in a programme. Depending on specific country context, registration can work in very different ways. Registration should support the creation of an electronic medical record and tracking capabilities for each enrolled beneficiary. This can ensure timely and effective monitoring of healthcare data.

For example, some countries use a centralized information technology based application to deliver maternal and child health care services through name-based tracking. During registration, the following information is collected: the mother's name, phone number and ID, as well as the information of their child's name, address and birth certificate. The data (the birth certificate and mother’s ID) provided is then automatically validated in the government’s citizen records system. Once their information is validated, it results in the following: 1. an online account per beneficiary - created for records associated with the mother and child care community programme; 2. a barcode unique to each beneficiary; 3. a Community Healthcare Worker assigned to their case to support the beneficiary in accessing all health services under this programme.

Workflows

Data Collection and Reporting for capturing responses or general observation during registration process
Identification and Registration for registering the mother and child in the system
Client Case Management for the target beneficiary (mother/child's main caregiver) to give permission to a Healthcare Worker to access and use their electronic healthcare record to coordinate the mother and child's healthcare services being provided under the programme

Building Blocks

3 - Data Verification and Validation

Data within the Mother and Child Tracking System (MCTS) is generally checked by the Ministry of Health managers, against other government databases (eg. ID, citizen's records, civil registry municipality etc.) in order to fill in any missing gaps, verify and validate collected information, including authentication of all records. *Data checking approaches also vary: sometimes batch-sharing via CD, sometimes full interoperability.

Workflows

Client Case Management for storing and reviewing identification records and authentication information of target beneficiaries
Data Analysis and Business Intelligence for cross-referencing and verifying records across multiple registry sources, and reconciling gaps / overlaps

Building Block Workflows

4 - Eligibility Determination

Eligibility determination is the process of assessing whether an eligibility criteria is met inorder to benefit from certain services. In most countries, the maternal and child health programme is part of the general health services provided by the government, however the eligibility structure can vary across countries. All expecting mothers and caregivers of infant children are generally considered to be eligible beneficiaries. The targets for this programme depends on a country by country basis. In certain countries, the target beneficiaries all women in their reproductive age groups, i.e., 15 - 49 years of age, and infants/ new born population. ***Certain government's give eligibility priorities to low-income pregnant individuals to help them get the health and social services they may need and covers a variety of services for pregnant individuals and their infants.

Community Healthcare workers determine eligibility by reviewing all submitted registration details. Once eligibility has been determined, a notification (via sms, email etc) is sent to the beneficiary.

Workflows

Client Case Management for effectively managing all eligible and enrolled beneficiaries in the programme and monitoring the healthcare services being provided to them
Communication to inform target beneficiaries that they meet the eligibility criteria and can start the enrollment process
Data Analysis and Business Intelligence potentially for mapping and analyzing the different beneficiaries - socioeconomic / demographic information

Building Blocks

5 - Enrollment

Enrollment is the action of being enrolled and accepted as a beneficiary to receive certain benefits and/or access to a service provision. In certain countries, once eligibility is confirmed, the target beneficiary is considered as enrolled in the programme. During the enrollment, further data can be collected (depending on programme design) e.g. pregnancy and general health details, phone number, bank account details, biometrics, etc. Moreover, depending on the system setup by country, each beneficiary is then issued an online account and/or unique barcode to keep track/record of each beneficiary participating in the programme and utilizing the primary healthcare services being provided. **All programme specific data is often stored in a tailored software application that supports beneficiary management functions (e.g. enrollment, payments, case management, M&E etc.).

Workflows

Data Collection and Reporting for capturing additional programmatic information on the beneficiaries during enrolment
Financial Services for staging beneficiary account details for enrollment incentive payment processing
Identification and Registration for identifying beneficiaries and confirming enrolment
Client Case Management for storing program specific data for tracking

Building Blocks

6 - Payment

Certain mother and child community health programs have a financial incentive in place in order to incentivize eligible beneficiaries to enroll and fully participate in the programme and the pre and post natal health services being provided. Furthermore in some cases, Community Health Workers also receive an incentive distribution for convincing/facilitating the process for expectant mothers to enroll in the programme. In most cases, incentive distributions are paid through mobile G2C or B2C incentive payments. Payments are subsequently paid according to the programme schedule e.g. one time incentive payment.

Workflows

Financial Services for processing incentive payments that are G2C or B2C mobile payments, for withdrawal by beneficiary from designated mobile money/ pay-point(s) thereafter
Client Case Management for identifying and authenticating individual that is making a withdrawal, or to recall / verify deposit account information prior to payment transaction

Building Blocks

7 - Ongoing Case Management

As part of this programme, Community Healthcare Workers or healthcare professionals, play a very active and hands-on role in the programme. They are generally the professionals on the ground, reaching out to target beneficiaries and convincing them to enroll in the programme.

This step involves ongoing interaction with beneficiaries via Community Health Workers and local hospitals/clinics/facilities to: ensure information on beneficiaries stays up to date, monitor usage of the primary healthcare services, and address grievances, and general primary care needs. Note that this step also requires clarity, clear decisions, and protocols regarding up-to-date data management and sharing between different health clinics and hospitals that provide pre-and post natal healthcare services.

Workflows

Data Collection and Reporting for capturing changes in beneficiary information
Client Case Management for identifying and recording beneficiary interaction with Community Health Workers, local hospitals/clinics and capturing reported cases on grievances etc., and for determining risks / conditionality by reviewing individual beneficiary client case
Work Planning and Coordination to potentially suggest and connect with other hospitals, clinics and relevant healthcare services to target beneficiaries

Building Blocks

8 - Ongoing M&E

National healthcare managers and officers make decisions and management choices (e.g. where to conduct add-on training on pre-natal and post-natal care, enrollment facilities in clincs/hospitals, or communities, where to prioritize budget, etc.) on up-to-date data on the programme/s (e.g. what primary healthcare services are being provided and by whom, where and when, what areas are performing better, etc). Note that countries that do this effectively ensure programme data is connected / integrated/ uptodate on MCTS and other relevant databases.

Workflows

Client Case Management for ongoing monitoring and tracking of both mother and child's health wellbeing and performance, ensure easy assessment of holistic view and reporting
Identification and Registration (with aid of geographic information services tool for potential use) in tracking / locating clinics and hospitals being used through the programme
Data Analysis and Business Intelligence / Decision Support / Data Collection and Reporting to analyze, update, and report programme output / performance information

Building Block Workflows

9 - Updating

Ensuring data is up to date to trigger: Programme exit for those who are no longer eligible e.g. when a beneficiary dies, migrates, child exceeds eligible infant age or no longer qualifies for other reasons. This is achieved via a combination of re-enrollement campaigns anytime a mother is expecting, automated data updates, and data-sharing with other government databases e.g. civil registration for brith and death. Programme entry for newly eligible beneficiaries, via new data collection or analysis etc. Other changes to entitlements (e.g.child no longer considered an infant). Note that this step also requires clarity, clear decisions, and protocols regarding whose data (or subset of such) is to be updated by which programme personnel or role and at what time.

Workflows

Data Collection and Reporting for routine update of information on the beneficiary client base, and integration of other databases and systems for automated data update on client cases overtime
Client Case Management for ongoing review of beneficiary case information
Data Analysis and Business Intelligence / Decision Support to support identification of individuals for exit or entry based on analyzing change in programme-specific / socioeconomic data

Building Block Workflows

Contributors

Wesley Brown, GovStack Product Owner, Digital Impact Alliance
Steve Conrad, Associate Director of Technology, Digital Impact Alliance
Sarah Farooqi, The Exchange Product Owner, Digital Impact Alliance
Sainabou Jallow, Business Analyst, Digital Impact Alliance
Dr. P. S. Ramkumar, GovStack, International Telecommunication Union (ITU)
Max Carlson, GovStack
Raul Kaidro, GovStack

HLTC-3 - Smart Vaccination

Product Use Case Summary

HLTC-3

A smart vaccine delivery system can revolutionize immunization efforts by enhancing distribution efficiency, optimizing resource utilization, promoting equitable access to vaccines, and ensuring the integrity of the vaccine supply chain. By leveraging digital technologies, smart vaccines can address the challenges associated with traditional vaccine distribution, and can contribute to the global goal of preventing infectious diseases and safeguarding public health.

Seamless vaccine management and execution under compressed timelines requires organizations to automate as much as possible since manual processes are slow, prone to error, and overwhelming for staff. In turn, digital technologies can improve the management, distribution, and monitoring, and timeliness of vaccines. For smooth rollout, end-to-end vaccine management requires vaccine administration management, vaccine allocation, healthcare provider management, vaccine capacity management, transportation storage, and monitoring.

Stakeholders

Patients that are included in the vaccine program rollout
Healthcare providers providing vaccinations to beneficiaries
Ministry of health or central government body in charge of national health outcomes that are involved in the vaccination program
Pharmaceutical suppliers and intermediaries that need to be engaged for timely supply
Administrators that need to manage payments and/or labs of patients

Sustainable Development Goals (SDGs)

: Good Health and Well-Being

Building Blocks

Source Documents

Steps

1 - Outreach Communications

Using both targeted and widespread approaches to launch a proactive outreach campaign through SMS, email, and social media. The purpose is to inform the population about upcoming vaccination drives, benefits of the vaccination, eligibility criteria, and registration procedures.

Workflows

Client Communication to facilitate the spreading of vaccine awareness for target audience and encouraging participation
Client Education for educating potential target beneficiaries around the approach and objective(s), benefit(s), constraint(s), partner(s), etc. of the program
Content Management for the Ministry of Health to disseminate relevant educational and promotional content that local officers can use during on-the-ground outreach campaigns
Identification and Registration to target households and individuals eligible for vaccine

Building Blocks

2 - Registration

Individuals can register online through their medical facility, roving healthcare practitioners, or with personal devices through a web portal or mobile app. The system securely collects basic information, contact details, and demographic data, streamlining the process for individuals and healthcare providers.

Workflows

Client Case Management for creating beneficiary user records
Data Collection and Reporting for capturing interview responses or observation during registration process
Identification and Registration for enrolled identified beneficiaries in the system , and to track households and targeted individuals

Building Blocks

3 - Data Verification and Validation

Advanced identity verification mechanisms, such as biometric authentication or digital IDs, ensure the accuracy of user-provided information and prevent duplicate registrations. Other government databases (eg. ID, tax, land cadastre, etc.) can be used to fill in any missing gaps, verify and validate collected information, including authentication of all records.

Workflows

Client Case Management for storing and reviewing identification records and eligibility information of potential beneficiaries
Data Analysis and Business Intelligence for cross-referencing and verifying records across multiple registry sources, and reconciling gaps / overlaps

Building Blocks

4 - Eligibility

The system cross-references registration data with eligibility criteria defined by health authorities. Individuals who meet the criteria are notified of their eligibility status either through SMS/USSD mobile technology or through a healthcare practitioner. Eligibility determination for vaccination can happen either before scheduling the appointment or at the start of the vaccination appointment.

Workflows

Client Case Management for storing and reviewing identification records and eligibility information of potential beneficiaries
Data Analysis and Business Intelligence for cross-referencing and verifying records across multiple registry sources, and reconciling gaps / overlaps

Building Blocks

5 - Schedule Appointments

Eligible individuals receive automated appointment scheduling options based on their preferred date, time, and vaccination center. The system optimizes appointment slots to manage crowd flow and reduce wait times.

Workflows

Client Case Management can be either automated or through an intermediary health care worker on the ground that is responsible for coordinating appointments on a centralized system
Work Planning and Coordination so health care providers and administrative staff can coordinate the timing/schedules of multiple patients they may be serving

Building Blocks

6 - Vaccination

At the vaccination center, healthcare workers use the system to access individuals' vaccination records, verify identities, and record administered doses. The system ensures real-time integration with vaccine inventory to ensure demand doesn't outpace supply in any given timeframe.

Workflows

Client Case Management for identifying and recording patient interaction with healthcare workers and for determining follow-ups and storing patient history
Client Communication for sharing relevant updates, diagnoses, treatment plans, and follow-up with client
Data Collection and Reporting for capturing changes in beneficiary information
Work Planning and Coordination for referrals to specialists or connections with other hospitals, clinics, or lab and pharmacy services

Building Blocks

7 - Supply Chain Management

The system monitors the entire vaccine supply chain, from manufacturing to distribution, ensuring that vaccines are transported and stored within the appropriate temperature and humidity ranges. Real-time alerts are triggered for any deviations, preventing spoilage. While supply chain management has many steps, in this use case we acknowledge that it is necessary to ensure that supply and demand is being met to prevent shortages and or excess supply in any given region.

Workflows

Supply Chain Management to manage the supply from production to vaccination

Building Blocks

8 - Payment

Some vaccination campaigns may be partially or fully subsidized by the government. In that case, payments may not be required. Otherwise, payments can be collected either pre- or post-consultation. In the context where a digital financial service system is not employed, each beneficiary would be requested to pay via mobile money or to travel to the nearest designated pay-point and pay the fees by program-specific authentication. Money is transferred to the selected payment mechanism and is subsequently verified against the provider. For areas with payment requirements, the system facilitates secure online payment options. It generates digital invoices and receipts, simplifying the financial transaction process.

Workflows

Financial Services for processing vaccination fees
Client Case Management for identifying and authenticating individual that is making a payment

Building Blocks

9 - Certification

Once vaccination is completed the patient's immunization record can be updated and a digital certificate/vaccine passport issued that indicates the administered dose, date, and other important information.

Workflows

Identification and registration to link patient account with certificate/vaccine passport

Building blocks

10 - Ongoing M&E

Healthcare providers and recipients can use the system to report any adverse events or side effects following vaccination. The system continues to monitor vaccinated individuals for adverse effects and tracks immunization coverage rates. It generates automated reports for health authorities to assess the effectiveness of vaccination campaigns.

Workflows

Client Case Management for ongoing monitoring and tracking of client performance, and integration to other registries for holistic view and reporting
Data Analysis and Business Intelligence / Decision Support / Data Collection and Reporting to analyze, update, and report programme output / performance information
Identification and Registration (with aid of geographic information services tool for potential use) in tracking / locating areas in relation to level of activities and adherence, or client household location

Building Blocks

Contributors

Wesley Brown, GovStack Product Owner, Digital Impact Alliance
Sarah Farooqi, The Exchange Product Owner, Digital Impact Alliance
Sainabou Jallow, Business Analyst, Digital Impact Alliance
Dr. P. S. Ramkumar, GovStack, International Telecommunication Union (ITU)

INF-1 - Construction Permit

Product Use Case Summary

URB-1

Name

Construction Permit

Sector

Sustainable Infrastructure

Version

2.0

Status

Published

This use case profiles the implementation process of a construction permit. A service that automates the entire construction permit approval process - from enabling online application submissions of building construction plans, to initiating verification and final approval by the local government authorities. This process is how local governments can decide whether to approve or decline construction permit applications by evaluating submitted building plans, and assessing their compliance with standard building codes and local regulations. A construction permit is an important requirement for countries to ensure buildings and structures are safe, with sound engineering, foundations and construction techniques.

Municipalities and counties/towns have traditionally managed construction permits "over the counter" and through paper or PDF applications. This time-consuming, complex and error-prone tasks has raised issues in some countries - around the accountability and transparency, as well as inefficiencies in achieving timely construction permitting processes, and sustainable urban planning development. As a result, a number of governments in low-and-middle income countries are implementing an online construction permit. A digital service with a hassle-free online procedure and user-friendly tools to achieve a more streamlined end to end approval process that ensures transparency, accountability, and time-bound services.

Stakeholders

Ministry or national government body in charge of urban development, housing, and/or town planning.
Local building government authorities - building officials, inspectors and design auditors - across municipalities in charge of reviewing and/or issuing construction permits.
Technical team responsible for the rollout of the construction permit portal/platform initiative in the state - system integrator, building architect, software engineer, QA engineer, help desk staff, DevOps engineer etc.
Citizens and professionals (engineers, architects, construction supervisors) seeking permission to construct, renovate or alter a building.

Sustainable Development Goals (SDGs)

SDG 11: Sustainable Cities and Communities

Building Blocks

Source Documents

Steps

1 - Outreach Communication

Staff from the Ministry of Urban Planning or another leading agency / organization in charge of regulating all aspects of a country's construction permit issuance processes (building codes and laws), leads the campaign to disseminate information about the construction permit. Roll out of this service can be disseminated on the Ministry's and all the municipalities' websites and social media platforms. Marketing and promotional communication materials (i.e., brochures, pamphlets, flyers etc) can also be made available at the local municipalities/urban planning centers.

To achieve clarity, consistency and transparency on the new online process and requirements for obtaining a construction permit, target communication to the key stakeholders involved (issuing government authorities, citizens, architects, engineers) should be prioritized. The state team can lead rollout plans and ensure the necessary infrastructure for local municipalities staff training and deployment are made available at each building plan department in the country. Moreover, to ensure that implementation of the construction permit approval method is uniform throughout the country and that the rules are not interpreted differently, a user manual on the new construction permit should be provided to each local government building plan staff.

Awareness campaigns can be organized across municipalities informing citizens about the new construction permit application procedure with information on how they can upload their application (building plans and construction documents), pay fees and track their application online, schedule an inspection (if required), and download and print their permit order once issued.

Workflows

Client Communication to facilitate information dissemination on the new digitized construction permit via government and municipalities' building construction permit websites, social media, and national media channel(s)
Content Management for the development of a user manual and training guide on the digitized service for building plan officials and/or users wishing to submit a construction permit application
Data Collection and Reporting for capturing the new construction permit and regulation changes, and to report this data to all relevant stakeholders
e-Marketplace as a web-based application to promote and disseminate information of all government services offered to citizens, and guidance on how to access them
Identification and Registration for providing an administration account for all qualified government building plan staff with authority to issue construction permits
Staff Communication and Education for informing construction permit issuing staff authorities about the construction permit. Organize training sessions for staff on how to review applications, check fee payment status, and process and issue permits - all online

Building Blocks

2 - Registration

Registration is the process of collecting information of users wishing to access a digital service. Depending on specific country context and the platform being utilized to host the construction permit, registration process could defer. This service can be hosted using a single window approach to facilitate the end-to-end construction permit application procedure and clearances from multiple agencies or departments.

In certain countries, there is a statewide online construction permit platform in place, and the target users - citizens, architects, engineers etc., are required to register (provide full name, email, phone number, occupation etc.) on the platform in order to generate personalized login credentials. Then subsequently with these login credentials, the user can then create, save and/or submit a construction permit application on the online portal. **If a country already has a national digital registry system in place with a unique identification number for every citizen, then the registration step that allocates a unique username and password to access the permitting platform might not be necessary. In some countries, a citizen can use their national electronic identification data to access all online public services. This system will pull in all applicants' data to facilitate their registration process.

Workflows

Client Case Management to help automate and manage the registration process, and respond to any inquiries or issues around registering on the platform
Data Collection and Reporting for capturing, managing and evaluating registration application data submitted, and in some cases - allocating personalized login credentials per user
Identification to easily be able to identify and track registered users

Building Blocks

3 - Application Process

A permit application is the process of applying for the issuance of a legal document to conduct a specific activity that requires the approval from a governmental authority. In this use case, a construction permit is an official approval issued by a local government agency that reviews construction permit applications to ensure the building plan complies with local standards for land use, zoning, and construction. Once approval has been received, the applicant can start the construction project.

Depending on the country context, the application process can require applicants to first login to the permitting platform using their unique identification data from the registration step (i.e., username and password or national identification data). Then fill out a standardized online application form, upload the documents required to process the application and asses the building design (i.e., building plan - drawings, specifications, photographs of existing situation, photomontage of proposal, land title, ownership certificate, etc) and pay the application fee that must be submitted with the application. Once their application is submitted, applicants should be able to view and track their application, schedule any follow-up appointments required for document scrutiny and/or site inspection visits by a public official. Emails and SMS notifications can be sent to the applicants to request follow-up action items and provide updates during the application process. ** An application cancellation request could be made available for applicants to cancel their permit request at any stage.

Workflows

Client Case Management to help automate and manage the permit application submission process. Support in vetting applications - ensuring the applicants meet the eligibility requirements and have submitted all required documentations. Also schedule any necessary follow-up site visits by the building plan inspection authority
Data Collection and Reporting for capturing and evaluating permit application data submitted by the user applicant
Financial Services for processing the permit application fee and generating payment confirmation receipt
Identification to easily be able to identify and track registered applicant applying for a construction permit

Building Blocks

4 - Data Verification and Validation

Data within the online construction permit is generally checked* by the Central Level Ministry in charge of urban planning and the local permit issuing municipality departments, against other government databases (e.g., ID, tax, land titles, utilities, etc.) in order to fill in any missing gaps, verify and validate collected information, including authentication of all records. Data checking approaches also vary: sometimes batch-sharing via CD, sometimes full interoperability. This step may be done for both the registration (step 2), and application process (step 3) - whereby before any application is reviewed, each applicant's submitted data will be scrutinized and vetted. To address data privacy issues, in some countries, data sharing permission should have already been requested and granted from the applicant, to conduct the data checking process against other government databases.

Workflows

Client Case Management for storing and reviewing registration, and construction permit application records.
Data Analysis and Business Intelligence for cross-referencing and verifying records across multiple registry sources and reconciling gaps / overlaps.

Building Blocks

5 - Eligibility Determination

The construction permit can have APIs in place that can scrutinize submitted construction permit applications to support in the decision-making process. This entails the detailed review of application form data and all uploaded documentations (i.e., building plan design, land ownership, deed etc). Applicants should receive general updates on the status of their application such as a notification when their application is being processed with a tentative decision date, or additional information and documents required.

NOTE: Depending on the country, construction permit approval takes different forms e.g. some countries have a document submission checklist embedded and if one of the required documents is not submitted or the submitted documents are unclear or structural design images blurry, then the application is left as pending and a local building plan officer receives a notification for a more manual review and followup. The applicant will receive a notification (via email, SMS, on the permitting platform) stating what is missing or required. The building plan officer can request the hard copy permit application submissions, when appropriate. The application can then be revised and resubmitted.

In most countries that have implemented the construction permit, a building authority still scrutinizes all applications received and consults with other authorities: i.e., a design auditor may conduct an audit to provide feedback regarding the extent to which the design conforms to planning demands and technical requirements. If opinions from other authorities and design auditors are favorable, and the building authority is satisfied that the building design meets the compliance and technical building plan requirements (fire safety, accessibility, space standards etc), then a construction permit is granted. If the building design and construction documents do not meet the compliance and technical building plan requirements, the applicant will be issued a notice stating why their construction project does not comply. These applicants could be asked to submit further information or a revised application meeting the compliance requirements, in order for their application to be reconsidered. **All submitted applications should be archived to ensure a secure longterm storage of this data.

Workflows

Client Case Management for reviewing submitted applications and communicating any application status updates or additional information needed to the applicant
Data Analysis and Business Intelligence / Decision Support for approving or rejecting applications - based on compliance with building regulations, submission of required documents, and existing criteria (e.g. via checklist, or category-based)

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6 - Payment

Multiple fee types can be required in the construction permit approval process (e.g., filing fee, permit fee, surcharge fee, fixed fee per building use etc). A document can be made available summarizing the construction permit fees and calculation method.

If an electronic payment process is enabled, then applicants can pay these fees via a digital financial service embedded in the platform. In certain countries, these fees are calculated based on the size, type and valuation of construction. Following the submission of their online permit application, the applicant can be taken to a payment portal with information on the calculation of their permit fee which is payable online i.e., via a third-party integration (NOC, Payment gateway, Digital signature) or local government online payment system. The applicant must pay all outstanding fees for their permit to be issued. Once the payment is processed, a payment confirmation screen is displayed. Applicants should also receive (i.e., via email, mobile etc) a standard payment receipt.

Workflows

Client Case Management for calculating fees, and monitoring/verifying that all required payment transactions, per applicant, has been fully processed and received. Also ensuring that applicants receive payment confirmation and receipt
Content Management for the development of documentation summarizing construction permit fees and calculation method
Financial Services for processing all fees associated with the construction permit approval process and generating payment confirmation receipts

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7 - Permit Issuing

Permit issuing generally takes place once the submitted construction permit application has been reviewed and approved, and in some country cases - an extra step includes conducting an in-person building site inspection prior to permit issuance. Examples of construction permit standards that must be met could include structural safety, fire safety, the control of toxic substances, ventilation, sanitation, fall-protection and general safety measures that will be implemented during the design, installation and inspection of building construction works.

Once the building authority also ensures that all outstanding fees have been paid by the applicant, a notification is sent to the applicant informing them that their construction permit has been granted and issued. The permit can be allocated in different forms – a digital format that is downloadable via the permitting platform and/or issuance of a physical permit document with an official stamp. Permit issuance is communicated to different parties - informing relevant individuals/stakeholders of the issuance. A digital security label could be embedded in all government issues construction permits and an online system utilized to validate the authenticity of all permits during any building construction processes.

*** In certain countries, following permit issuance, construction work can start right away. However, a construction permit can expire if construction work is not started within a certain period or is not completed within a certain time from the date the permit was granted. An application to extend the period to start or to complete the construction work can be submitted to the building authority. Beyond a certain limit, a new construction permit must be applied for.

Workflows

Client Case Management to check that the applicant has paid all outstanding fees. To communicate approval decision to the applicant and coordinate permit pickup should allocation of a physical copy be a requirement
Data Collection and Reporting for capturing and tracking all approved permit issuances and permit holders and informing all relevant authorities of approval decision

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8 - Ongoing Case Management

This step involves ensuring that there is a virtual help desk and/or physical support centers in place to address any queries pertaining to registration on the platform and the construction permit approval decision. Incorporating a complaint management software will efficiently and transparently ensure that all grievances, complaints and appeals raised by the applicants, are tracked and addressed. In certain countries, this process is led by the construction permit help desk support unit at the state level, to address problem diagnosis needs pertaining to the platform. The local building officials can also be trained to address any queries that cannot be addressed through an automated process.

Workflows

Client Case Management for identifying and capturing reported cases on grievances / appeals etc., and for determining decisions/actions to proceed with by reviewing individual applicant's client case
Data Collection and Reporting for capturing reoccurring complaints, queries and feedback received from the construction permit service users and permit holders. And integration of other databases and systems for automated data update on client cases overtime

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9 - Ongoing M&E

Monitoring and evaluation is crucial to ensure transparency, accountability and quality public service delivery. To facilitate this process, the government authority leading the implementation of the construction permit can allocate a coordination team (i.e., inspection unit) in charge of ensuring construction work is carried out in compliance with the approved building plans, the construction permit and building regulations. This team could have in place a system with key stages to inspect all construction works or carry out random site inspections to supervise construction works. The inspector authority can provide a report for each examination - available in a digital format and accessible via the permitting platform. If construction works take place without a construction permit or do not comply with the approved design, they can be suspended until the relevant local authority takes a decision regarding demolition or continuation. A fine may also be charged.

In certain countries, once the construction work has been completed, the building authorities are to be notified. Several documents may be required to demonstrate completion, such as, the building design with the actual works carried out, reports of site inspections etc. In addition, submission of an attestation stating that the construction work has been carried out in accordance with the approved design and if any changes were made, that they comply with the building regulatory requirements. In other country cases, a final site inspection is required - the purpose is to verify whether construction works actually carried out comply with the building regulations and the approved building design.

Workflows

Client Case Management for monitoring building construction compliance by all permit holders. Also scheduling all site inspection visits, tracking site inspection reports, and communicating with permit holders
Financial Services for processing fine payments of construction works not complying with the approved building design

Building Blocks